Payphones

Telstra is responsible for making sure that most Australians have access to a working public payphone. If you have any payphone questions or problems, you should first contact Telstra. 

Telstra has the following information on payphones: 

• find a payphone using the search tool 
• report a problem with a payphone   
• request a payphone be installed or removed
• how Telstra meets its Universal Service Obligation (USO)
• payphones for people who are deaf or have a communication impairment. 

Telstra puts its plans to remove, install or move payphones on its payphone website. 

Some private business and clubs also operate payphones. Contact these businesses directly if you have an issue with a private payphone.

We monitor how Telstra installs, relocates and removes payphones. 

If you are having a problem with a payphone, the first step is to contact Telstra and have them try to resolve the issue.  You can contact Telstra by: 

• calling them on 1800 011 433
• emailing them at payphone.solutions@team.telstra.com

If you would like to complain to Telstra about a payphone issue, you can use their online complaint form.  

We manage some complaints about Telstra and payphones.

Telstra

You should first try to work with Telstra to resolve your public payphone issue. If you feel Telstra hasn’t handled your issue properly, there are ways you can take your complaint further.

Telecommunications Industry Ombudsman

For complaints about faults and charges, contact the Telecommunications Industry Ombudsman (TIO). The TIO can investigate how Telstra handled your complaint. The TIO has the power to resolve your dispute with Telstra.

ACMA

If you have a complaint about a decision by Telstra to remove a payphone and you have contacted Telstra about this and you are not satisfied with how Telstra handled your complaint, you can ask the ACMA to investigate your complaint using the form below.

Payphone Complaint Form (141.48 KB)

Payphone Complaint Form (50.75 KB)

If you believe that Telstra is not meeting its legal obligations under the Universal Service Obligation, you can make a complaint to the ACMA.